Customer Service Technician Team Lead

LinTech Global • Orlando, FL

5d • Onsite

About The Position

Dexian Government Solutions is recruiting for a Customer Service Technician Team Lead to support our contract at CPE ST3 in Orlando, FL. Position Overview: The CPE ST3 IT Service Management (ITSM) contract is an Army support contract located in Orlando, FL, that focuses on providing multiple tiers of IT services to federal employees, contractors, and external supporting agencies. These services are crucial for the development of Training, Simulation, and Instrumentation for the U.S. Army in support of today's Warfighter. The Customer Service Technician Team Lead will guide a team of technicians, ensuring the delivery of exceptional IT support and customer service, and will be responsible for overseeing daily operations, managing service desk activities, and serving as a key point of escalation for technical and customer-related issues.

Requirements

• High School Diploma (or equivalent)
• 3-5 years of experience in an IT support or customer service role
• Security+ or A+ Certification
• Secret Clearance
• This role requires an active Secret Security Clearance, customer approval, and successful completion of a pre-employment background screening.

Nice To Haves

• Demonstrated experience leading and motivating a technical support team.
• Strong problem-solving and troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent communication and interpersonal skills, with a proven ability to interact professionally with both team members and customers.
• Proficient in using and managing IT Service Management (ITSM) ticketing systems, specifically ServiceNow.

Responsibilities

• Lead, mentor, and supervise a team of customer service technicians, fostering a collaborative and high-performance work environment.
• Serve as the primary point of contact for escalating and resolving complex customer issues and technical problems.
• Oversee the daily operations of the service desk, including active ticket monitoring, management, prioritization, and resource allocation to ensure timely resolution of support requests.
• Monitor team performance and key metrics to ensure compliance with service level agreements (SLAs) and maintain high levels of customer satisfaction.
• Assist in gathering requirements for and developing ServiceNow dashboards to track team performance, ticket trends, and key performance indicators (KPIs).
• Provide hands-on technical support for hardware, software, and network-related issues as needed.
• Develop and implement training programs for new and existing technicians to enhance their technical and customer service skills.
• Maintain and update documentation for IT processes, procedures, and troubleshooting guides.
• Act as a liaison between the service desk team and other IT departments to facilitate effective communication and prompt issue resolution.
• Conduct regular team meetings to review performance, address challenges, and communicate updates on policies and procedures.

Benefits

• Our robust benefits package includes Open Paid Time Off, Paid Holidays, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees